Liviniti Contact Center Operations

Born from a spirit of innovation, Liviniti is a national pharmacy benefit manager (PBM) that operates under a completely transparent, pass-through pricing model. In an industry known for an overly complicated approach, Liviniti is different – dedicated to simplicity and exceptional results.

Medication can be life-changing and life-saving, and the Liviniti team is well aware of its day-to-day impact on people’s lives. The father is at the pharmacy counter. The grandmother is on the other end of the phone. The young adult navigating healthcare benefits for the first time. These consumers are not experts in all things PBM, and they should not have to be. Delivering a smooth experience involves providing them with easy-to-comprehend information, appropriate touchpoints and choices in how they want to work with their pharmacy benefits.

For most consumers, calling an insurance company with a question or issue is not the highlight of their day. All the technology in the world – IVR, AI, chatbot, the cloud – does not ensure the call is enjoyable, friendly or efficient, but a person-to-person approach with a short or non-existent wait time, a caring attitude and accurate information makes an astonishing difference.

This is where Liviniti takes a radical approach. While its Contact Center Operations area is powered with modern technology that delivers vital information (pharmacy plan coverage, medication history, drug details), the human touch is the first thing Liviniti callers experience.

Serving nearly one million plan members, the Liviniti Contact Center has deliberately chosen not to use an IVR system.

When members call, a real person answers the phone, often within 15 seconds or less (14 second average speed to answer). According to Dialog Health, this compares to the healthcare industry’s call center average speed to answer of 3 minutes and 22 seconds, which is also considerably higher than the general industry standard of 28 seconds.) With 24/7/365 service and a friendly voice on the line, Liviniti’s commitment to plan members and measurable Contact Center results establish it as a leader in delivering personalized service in the healthcare industry.